System and method for intelligent troubleshooting of in-service customer experience issues in communication networks

1. A computer-implemented method for proactive customer experience management in a communication network, comprising: a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from an alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.

2. The method of claim 1 , wherein the relevant alerts are identified from the alert database using a rules engine applying pre-defined rules.

3. The method of claim 1 , wherein the possible problem condition is determined using an analytic engine operating on the PA and the identified relevant alerts.

4. The method of claim 1 , wherein the trace trigger is configured to trigger gathering probe data through a Probe-Data-Interface for a limited duration specified in the trace trigger.

5. The method of claim 3 , wherein the specific problem condition and relevant cause are determined using the analytic engine and information from a historical database.

6. The method of claim 1 , wherein the appropriate recommendation for resolution of the determined specific problem condition is retrieved from the knowledge base.

7. The method of claim 1 , wherein the performance-indicating probe alert is obtained from at least one of: an external hardware probe operatively connected at a network interface; an end-user device; a service application server; and a communication network component.

8. The method of claim 1 , wherein the possible problem condition includes degradation of an end-user service quality indicator.

9. The method of claim 8 , wherein the degradation included in the possible problem condition is a future degradation of the end-user service quality indicator.

10. The method of claim 1 , wherein the root cause analysis utilizes historical aggregated performance data to determine the root cause of the possible problem.

11. The method of claim 1 , wherein the recalculation utilizes the aggregated performance data and the recommendation for resolution of the root cause of the possible problem.

12. The method of claim 1 , further comprising: updating the knowledge base using the aggregated performance data and the root cause of the possible problem.

13. The method of claim 1 , further comprising: triggering, based on the root cause analysis, the gathering of the trace data via the selective trace trigger.

14. A proactive communication network customer experience management system, comprising: a hardware processor; and a memory device operatively connected to the hardware processor and storing instructions executable by the hardware processor for: a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from a alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.

15. A non-transitory computer-readable storage medium storing computer-executable instructions for communication network customer experience management, the instructions being executable by a computer for: a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from a alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.